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NYCDOE Division of Instructional and Information Technology

Personal Computing Solutions

FY ‘20 Selection

July 2019


Contents

2 New York City Department of Education | Division of Instructional and Information Technology | July 2019

A brief review of PCS What are the different Service

Plans?

Which Service Provider should the school pick?

A review how the PCS vendors performed this past year. Agilant Solutions SLAs

NTT Data SLAs

Some of the most Frequently Asked Questions from the past year.


Objective for Personal Computing Solutions (PCS)


To empower the schools to make their own decision on the level of service that they need for their IT environments and to select the company that will provide that service.


History of PCS


The PCS Program was put in place in August 2009 with the conclusion of the Dell Managed Services contract. An RFP was issued and ASI System Integration and Dell Managed Services were selected to provide the required PCS services.

This will be the 11th year that the PCS contract has been in effect.

PCS provides schools a choice to select the level of IT service that they require and to select the vendor that would provide those services.

For FY’19 – 2,000+ sites* made a selection/had a PCS vendor and Plan assigned- 49% of the sites selected ASI System Integration - (Schools)- 51% of the sites selected Dell Managed Services – (Schools, and all Central locations)- For these sites:

26% Selected a Basic Plan 74% Selected a Standard Plan

Over 540,000 assets were covered under the plans* This represents ALL NYCDOE sites, Central locations and Schools. Central sites contractually receive NTT Basic exclusively.


Vendor Name Changes


As of January 2018, ASI System Integration, Inc. or more simply known as ASI, has changed its name to Agilant Solutions, Inc. This is a NAME CHANGE only, NOT a new company. Same acronym. Same company.

As a reminder, in November, 2016, Dell Managed Services was sold and became part of NTT DATA, Inc. Even though this transaction took place over a year-and-a-half ago, NTT DATA had continued to operate under the Dell name within the DOE while working with the DOE to have the Dell contract assigned to them. During this time, NTT DATA has made no significant changes to personnel, resources, and management, and has continued their role as a PCS vendor. All changes in FAMIS and elsewhere to reflect that Dell Services is now NTT DATA, Inc., has been completed.


What are the different Service Plans?


There will no longer be an option for a Basic Service Level Plan. Due to the upcoming release of the Smart School Bond Act (SSBA)

funding, it is a requirement this year that all schools receive the Standard Plan. This is so that all schools receive the full functionality and useful life of their computer equipment, as well as receiving the delivery and installation services that the PCS vendors include under Standard. SSBA allocations will begin this School Year and will roll out to all

schools over the next few years.

Standard Plan: Offers schools more upfront services, and they will not have to pay for as many ala carte services. It includes In-Warranty Hardware Repair, Out-of-Warranty Hardware Repair (on equipment up to 5 years old), Third Party Coordination of Hardware Delivery, Hardware Installation and Integration, Asset Management, and Hardware Disposal/Retirement.


Service Cost Changes


Purchasing IT Equipment by schools remains on an upward trend, and our overall covered asset count increased by over 45,000. The Computer Maintenance Allocation still remains the same as last year, though. The PCS vendors continue to be good partners, and as such, so that all schools could still receive enough of an allocation to select either PCS vendor, and either plan, without having to provide additional funds from other budget sources to cover the costs, both PCS vendors have lowered their pricing for this fiscal year.


What is included in the Standard Plan?


PCS Services Standard

1 Hardware Repair (In-Warranty) Included

2 Asset Management Included

3 Hardware Disposal or Retirement Included

4 Hardware Repair (Out of Warranty – Up to 5 years old) Included

5 Third-party Coordination for Hardware Delivery Included

6 Hardware Installation and Integration Included

7 Moves, Adds and Changes (MACs) Ala carte service(Hourly Charge)

8 Rent-a-Tech Ala carte service(Hourly Charge)

9 Training Ala carte service(Hourly Charge)


PCS will cover the “Core Hardware” that is located at the schools and is in the NYCDOE’s Asset Inventory Database. Equipment that is over 5 years old, are not covered.

- Servers (Instructional and Classroom)

- Printers

“Core Hardware” consists of:

- Desktops

- Laptops

What is “Covered” by the PCS Vendors?



What is not “Covered” by the PCS Plans?


Exceptions to the coverage include computer mice, keyboards, batteries, toner cartridges and other user consumable items or other such components unless provided for, or included in, the warranty package for the specific device.

Equipment that is not covered by either PCS vendor are items such as Netbooks, low end Ink Jet Printers, iPads, Android tablets, Chromebooks purchased before 10/2014 and any other assets that do not have a normal 3 Year Warranty, or are not an approved DOE/DIIT device.

Equipment, like Netbooks, and iPads, are bought by the Schools/DOE with 1 or 2 year Mail-In Warranties, and as such are not supported by the PCS Contract.

Coverage is restricted to equipment 5 years old or less.


Which PCS Vendor should the school pick?


Evaluate the performance of each PCS vendor in providing services to the DOE last year (See the following slides). Both PCS Vendors, Agilant Solutions and NTT DATA, have performed very well against their SLAs (Service Level Agreements). SLAs are minimum Service Level Agreements that the PCS Vendors have to meet to be in compliance with their contracts.

Review with your staff or your technical team’s how satisfied that you were with in your current PCS provider and plan.

Talk to some of the other schools that you associate with.


Vendor SLA Attainments


According to the PCS contracts, there are 20 SLAs that are tracked on a monthly basis.

The SLAs for both PCS vendors are the same.

The two major SLAs we’ll show here are:- Hardware Repair - Break/Fix performance- Hardware Delivery/Installation performance


Agilant Solutions (ASI) Performance


ASI has met or exceeded all of their SLAs from July 2017 to June 2018.

SLA attainment is expected to be 90% or higher.

Break/Fix for In-Warranty Hardware:- Basic – Complete Hardware Repair by the 5th school day: 100%- Standard – Complete Hardware Repair by the 2nd school day: 98%

Hardware Delivery/Installation - Complete Delivery and Installation Services within 10 days of full order receipt from the manufacturers: 97%

63.4% of Schools (1055) selected ASI as their PCS provider for FY’18- 6.6% selected the Basic plan- 93.4% selected the Standard plan


PCS Vendor Pricing


To see a comparison of the cost’s for the different vendors and plans for your school, please log in to FAMIS and go to the PCS Selection screen.

ASI PCS FY’20 Pricing – cost per assetPricing

Desktop Laptop Printer Server

Hardware Repair (In-Warranty) - Standard

$22.99 $22.99 $22.99 $22.99

Hardware Repair (Out-Of-Warranty) - Standard

Hardware Disposal or Retirement - Standard

Asset Management - Standard

Coordination for Hardware Delivery - Standard

Hardware Installation and Integration - Standard


NTT DATA (Dell) Performance


NTT has met or exceeded all of their SLAs from July 2017 to June 2018.

SLA attainment is expected to be 90% or higher.

Break/Fix for In-Warranty Hardware:- Basic – Complete Hardware Repair by the 5th school day: 99.3%- Standard – Complete Hardware Repair by the 2nd school day: 97.6%

Hardware Delivery/Installation – Complete Delivery and Installation Services within 10 days of full order equipment receipt from the manufacturers: 99.5%

36.6% of Schools (609) and all of the Central locations* (473) selected Dell (NTT) as their PCS provider for FY’17- 45.5% selected the Basic plan *- 54.5% selected the Standard plan

* - Central sites contractually receive NTT Basic exclusively.


PCS Vendor Pricing


To see a comparison of the cost’s for the different vendors and plans for your school, please log in to FAMIS and go to the PCS Selection screen.

NTT Data PCS FY’19 Pricing – cost per assetPricing

Desktop Laptop Printer Server

Hardware Repair (In-Warranty) - Standard

$22.99 $22.99 $22.99 $22.99

Hardware Repair (Out-Of-Warranty) - Standard

Hardware Disposal or Retirement - Standard

Asset Management - Standard

Coordination for Hardware Delivery - Standard

Hardware Installation and Integration - Standard


Frequently Asked PCS Questions


What’s covered under the PCS contract? PCS will generally cover all of the Break/Fix services on the “Core Hardware” that is located at the schools. “Core Hardware” consists of: DESKTOPS, LAPTOPS, SERVERS, and PRINTERS. There will be some exceptions that will not be covered, and depending on which level of service the schools choose, there may be additional costs for some equipment and services. Examples of devices that are NOT COVERED are Netbooks, iPads, and Ink Jet Printers. In-Warranty assets are usually less than three years old, and have been purchased with a 3 year Manufacturer's Warranty. Assets that are over 5 years old are NOT COVERED under either PCS plan.

Do I contact my PCS Service Provider directly in order for them to provide service? No, the process for reporting IT issues at a school is to always report problems to the helpdesk at: (718) 935-5100, and they will assist you. You can also open up help desk tickets through the DIIT self-support website at: http://servicecenter.nycenet.edu/selfsupport.

How do I dispose of old equipment at my school? Regardless if your school is a Standard school or a Basic school, you can put in Disposal Requests through the Helpdesk, at any time. However, if you’re a Basic school, there are normally only two times a year that pickups will take place. Basic schools pickups will take place during the month of October and the month of April, unless the PCS Vendors have the availability to pick up equipment outside of those months, and must meet the minimum requirement of 20 assets. For Standard schools, as long as you meet the minimum requirement of 20 assets, you can submit requests throughout the year. Once the disposal request has been logged and assigned, a representative from your service provider will contact you to capture all the pertinent information and schedule a time for pickup.

http://servicecenter.nycenet.edu/selfsupport


Frequently Asked PCS Questions


I have equipment that is older than 5 years old, and I really need to get it repaired, what do I do? If equipment is older than 5 years old and not operational any more, it should be considered for Replacement/Disposal. The pricing on new equipment is comparable to the cost to repair equipment that it older than 5 years old plus the new equipment will come with a warranty and will be covered by the PCS program. But, if it absolutely needs to be repaired, the PCS vendor can do that at a T&M charge. Please open a Helpdesk ticket and the PCS vendor will provide a quote.

Who maintains the inventory and how can I see what my school’s inventory is? The schools have always been responsible for maintaining their inventory. Although the equipment manufacturers and PCS vendors provide the DOE with updates for new purchases and disposals, other status changes are not noted unless reported by the school. The principal can obtain a copy of and update the school’s inventory by accessing: http://servicecenter.nycenet.edu/selfsupport.

How do I make my PCS Selection? Schools will make their selections via FAMIS. When accessing FAMIS, the PCS Selection option will be on the left hand side of the screen.

When do I have to make a choice? The PCS Selection will be available in FAMIS on August 9th, 2019, and schools will have until September 13th, 2019 to make their selection.



What are the Next Steps?


Take a look at your current assets. Principals can find this at: http://servicecenter.nycenet.edu/selfsupport Login with your DOE credentials

Click on Asset Management, and select (AMS) Asset management System in the drop down

Enter the Security Code, and your credentials once again

Click on Site Inventory, and select Assets Summary Listing for a report

Take a look at what your service records were for the last four quarters. Principals can also find this at: http://servicecenter.nycenet.edu/selfsupport

Check your Budget Allocation status in SAM

Know what your plans are for upcoming technology deployments within your school.

Discuss the choice’s among your technical people, your BTD’s and your BFSC’s.

You can also send questions to [email protected]

Please make your selection by September 13, 2019.



mailto:[email protected]


Thank You!


Thank you for making your selection.

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